{"__v":15,"_id":"556f75109893290d00988cf1","category":{"__v":6,"_id":"556f6b2aebba950d008e951a","pages":["556f727cfc3aa80d00e1ac57","556f72cafc3aa80d00e1ac59","556f737d9893290d00988cdd","556f74989893290d00988cee","556f75109893290d00988cf1","556f7573fc3aa80d00e1ac6e"],"project":"555e500957fe0a0d00c8f1e7","version":"555e500957fe0a0d00c8f1ea","sync":{"url":"","isSync":false},"reference":false,"createdAt":"2015-06-03T21:01:30.170Z","from_sync":false,"order":3,"slug":"payments","title":"Running a Campaign"},"parentDoc":null,"project":"555e500957fe0a0d00c8f1e7","user":"550c941bd1063b2d00359239","version":{"__v":13,"_id":"555e500957fe0a0d00c8f1ea","project":"555e500957fe0a0d00c8f1e7","createdAt":"2015-05-21T21:37:13.474Z","releaseDate":"2015-05-21T21:37:13.474Z","categories":["555e500957fe0a0d00c8f1eb","555e5fcedf54680d001800db","555e60d7df54680d001800fb","555e6766df54680d00180118","556f4d5debba950d008e9462","556f60959893290d00988c5b","556f6216ebba950d008e94e6","556f6b2aebba950d008e951a","556f71b6fc3aa80d00e1ac55","5570a30bcc189a21001ab44c","56ba3656ce5d540d00e2d789","56bce73a3ad5140d00055345","592874f7bdc27e1b00e571b1"],"is_deprecated":false,"is_hidden":false,"is_beta":false,"is_stable":true,"codename":"","version_clean":"1.0.0","version":"1.0"},"updates":[],"next":{"pages":[],"description":""},"createdAt":"2015-06-03T21:43:44.962Z","link_external":false,"link_url":"","githubsync":"","sync_unique":"","hidden":true,"api":{"results":{"codes":[]},"settings":"","auth":"required","params":[],"url":""},"isReference":false,"order":4,"body":"[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"What is a chargeback?\"\n}\n[/block]\nThe broad concept of a chargeback (or a \"dispute\") is that credit card companies allow users to dispute charges made to their cards for a few reasons: \n\n* Fraud (stolen card / unauthorized charge)\n* Technical problems (card was charged for same item multiple times by clerk)\n* Item not received (user never receives item).\n\nThe funds are automatically pulled back by the bank and returned to the cardholder. Each time a chargeback is initiated, we are assessed a fee by our payment processor (regardless of validity of the claim).  We automatically fight all chargebacks on your behalf by submitting information to our payments processor showing that the cardholder did make the purchase on our website.\n\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Most common reasons for chargebacks\"\n}\n[/block]\n* A customer does not recognize the statement descriptor on his / her credit card statement.\n* A customer is unable to receive a timely refund via support channels.\n* A customer is unwilling to wait any longer for a product following the announcement of a shipping delay.\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"What can I do to prevent chargebacks?\"\n}\n[/block]\n\n[block:callout]\n{\n  \"type\": \"success\",\n  \"title\": \"We're on the front lines of preventing chargebacks\",\n  \"body\": \"Tilt provides a hotline connected to the phone number listed on customer's credit card statements to help explain unknown charges to customers. \\n\\nThis phone number leads to a live customer happiness engineer at Tilt HQ in San Francisco and proactively prevents an estimated 85% of all chargebacks by volume.\"\n}\n[/block]\n# Other ways you can prevent chargebacks:\n\n**Choose a Site Name (Billing Statement Text) that accurately represents your product**\n\nChoosing a site name which is clear and memorable is the most important thing you can do to fight Chargebacks. \n\nIf a customer sees an unfamiliar charge on their statement, they might call their bank to protest the charge. For example, \"LILYCAMERA\" will look a lot more familiar than \"LILYROBOTICSINC.\"\n\n**Provide prompt customer support replies and issue \"no questions asked refunds.\"**\n[block:api-header]\n{\n  \"type\": \"basic\",\n  \"title\": \"Where can I see my chargebacks? Do I have any?\"\n}\n[/block]\nIn your downloadable payments CSV, you'll be able to identify Chargebacks because they will have a Status of \"Disputed\". For practical purposes, you'll want to make sure not to fulfill these orders.","excerpt":"","slug":"chargebacks","type":"basic","title":"Chargebacks & Disputes"}

Chargebacks & Disputes


[block:api-header] { "type": "basic", "title": "What is a chargeback?" } [/block] The broad concept of a chargeback (or a "dispute") is that credit card companies allow users to dispute charges made to their cards for a few reasons: * Fraud (stolen card / unauthorized charge) * Technical problems (card was charged for same item multiple times by clerk) * Item not received (user never receives item). The funds are automatically pulled back by the bank and returned to the cardholder. Each time a chargeback is initiated, we are assessed a fee by our payment processor (regardless of validity of the claim). We automatically fight all chargebacks on your behalf by submitting information to our payments processor showing that the cardholder did make the purchase on our website. [block:api-header] { "type": "basic", "title": "Most common reasons for chargebacks" } [/block] * A customer does not recognize the statement descriptor on his / her credit card statement. * A customer is unable to receive a timely refund via support channels. * A customer is unwilling to wait any longer for a product following the announcement of a shipping delay. [block:api-header] { "type": "basic", "title": "What can I do to prevent chargebacks?" } [/block] [block:callout] { "type": "success", "title": "We're on the front lines of preventing chargebacks", "body": "Tilt provides a hotline connected to the phone number listed on customer's credit card statements to help explain unknown charges to customers. \n\nThis phone number leads to a live customer happiness engineer at Tilt HQ in San Francisco and proactively prevents an estimated 85% of all chargebacks by volume." } [/block] # Other ways you can prevent chargebacks: **Choose a Site Name (Billing Statement Text) that accurately represents your product** Choosing a site name which is clear and memorable is the most important thing you can do to fight Chargebacks. If a customer sees an unfamiliar charge on their statement, they might call their bank to protest the charge. For example, "LILYCAMERA" will look a lot more familiar than "LILYROBOTICSINC." **Provide prompt customer support replies and issue "no questions asked refunds."** [block:api-header] { "type": "basic", "title": "Where can I see my chargebacks? Do I have any?" } [/block] In your downloadable payments CSV, you'll be able to identify Chargebacks because they will have a Status of "Disputed". For practical purposes, you'll want to make sure not to fulfill these orders.